Trusted Care South West Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good.

Good: This meant people’s needs were met through good organisation and delivery.
 

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were detailed and highly personalised with information about what mattered to people, including their wishes to remain at home, important relationships, and preferred routines. People confirmed they received person-centred care.

A relative said, “They are really good with [family member]. Everything seems to be fine. I am just happy with everything.”

People and their relatives told us staff were flexible and responsive to their preferences. One person told us, "If I wanted my meal changed, I could request it”. People using the service were able to express their preferences and received support in a way which suited them.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff received induction, shadowing and competency checks to enable them to understand the needs of people. The provider worked with people and their relatives to provide consistent care.

People’s needs were understood by staff. Staff demonstrated a good understanding of people’s support needs and preferences. Information was shared between staff and the registered manager to ensure continuity of care.

Care records included information from activities of daily living, cultural, religious and spiritual needs, important individuals, food preferences, eating and drinking and communication.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider assessed people’s communication needs and clearly documented accessible communication needs in their care plan. The provider had an Accessible Information Standard policy.

People and their relatives felt the provider communicated with them well. One relative told us, “It’s easy to chat to the office.”
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and their relatives felt confident in being able to raise concerns if needed. One person told us, “I made a complaint once about a carer. The [registered] manager listened to me and treated what I had to say seriously.” Another added, “I know the [registered] manager will always email if there is an issue. It’s quickly resolved and the [registered] manager has visited to discuss.” We observed where a concern had been raised, this was resolved in a timely manner.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had fair access to the service, and the provider ensured care could be delivered safely and reliably.

Staff recruitment and workforce stability was supported by carers who live locally. This enabled prompt responses to new packages and same day starts when required. The provider ensured people with diverse needs, including those with learning disabilities, dementia, diabetes or reduced mobility, received appropriate support.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s needs were assessed before starting the service to ensure their preferences could be appropriately met. Staff supported people with their care needs as required. People told us they did not feel discriminated against, and they received the appropriate care and support required. Staff knew people well to understand their equality related needs and to ensure appropriate care and support was delivered.

Staff had completed training in equality, diversity and human rights. Staff told us this training helped them understand the importance of respecting people’s protected characteristics and adapting care to meet individual needs.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff told us they worked with people and their relatives to discuss any changes in needs and to update care plans when required. Reviews of care were carried out periodically and when people’s needs changed.

Relatives told us they were involved in discussions about people’s ongoing support, including changes in health or mobility. Staff explained they would work with relatives and relevant healthcare professionals if a person developed end of life care needs. The provider told us staff would seek guidance from appropriate professionals to ensure people received suitable care and support at this stage.